SharePoint Administration and Proficiency- Leveraged passion and great interest in the technical setting as a result of obtaining SharePoint Administrator certification and other related Microsoft credentials, as well as progressively serving as SharePoint contributor.- Expertly utilized SharePoint in scheduling, monitoring, recording, as well as approving and disapproving more than 500 requests for video teleconference center (VTC), meetings, and conference room resources on local and remote locations.- Rendered key support and assistance for Top Secret, Secret, ISAF-Secret, North Atlantic Treaty Organization (NATO)-Secret enclaves, and security classification levels.

Technical and Business Operations- Functioned as proactive liaison to the project manager and government lead for all operational and scheduling concerns.- Assumed full accountability in overseeing daily conferences and briefs; ensuring compliance of key facilities with pertinent guidelines and regulations; evaluating quality of operations; and recommending corrective actions.- Guaranteed operational efficiency of daily VTC network lines to consistently provide timely and functional operations.- Contributed strategic insights in providing effective leadership to the VTC technician and the Facilitator Team.- Solely trained customers on the accurate utilization of equipment.

Help Desk and Network Administration- Progressively led the monitoring, operations, troubleshooting, and restoration of service personal computers (PC) and notebooks with authorized access to the network.- Maintained constant coordination with NOC and the Tier 2 management, namely the information assurance, network administrators, and system administrators, in assisting key customers locally and remotely.- Provided technical support for unclassified, classified, and coalition-classified networks and enclaves.- Conducted fault isolation and diagnostic functions to identify corrective actions in restoring the normal operation of users’ computers.- Ensured acquisition and logging of work request through various applications, particularly Remedy, FACIT, and all other related applications approved by the local directorate of information management (DOIM).- Acquired strong command of various software applications, including Microsoft Exchange Systems Management, Microsoft Operations Manager (MOM) Software, and Symantec AV.

Rapid Conflict Resolution- Worked collaboratively with the site lead in ensuring adherence to all processes and procedures as well as quick execution and monitoring of all high-priority tickets.- Administered triage, assignment, and escalation of reported incidents; consequently identifying and resolving high-priority issues in a timely manner.- Proficiently determined and documented incident troubleshooting and resolution companywide.

Customer Service and Relations- Earned weekly recognition and emails, as well as letter of praise from the site lead for supporting customers on Camp Ghazni.- Conferred with customers regarding the current status of work/service requests in adherence to the established timelines associated with priority systems.

General Dynamics | Doral, FL, USALEAD HELPDESK TECHNICIAN 2008–2009

Infrastructure and Technical Support- Played a vital role in supporting a global Active Directory infrastructure with over 500 customers and more than 400 workstations in a heterogeneous Windows/UNIX environment.- Directed individual and telephonic Tier I and II support to customers in all areas of e-mail, directory services, Windows applications, and client-server applications.